1st Line Support Engineer - MSP
My client is a growing Managed Service Provider looking for a proactive 1st Line Support Engineer to join their technical support team, providing high-quality IT support to a diverse client base.
Responsibilities:
Acting as the first point of contact for IT support via phone, email, and ticketing system
Logging, triaging, and resolving 1st line support tickets within agreed SLAs
Providing user support for Windows 10/11, Microsoft 365, Outlook, and Azure AD
Troubleshooting hardware, software, and basic network issues (LAN/WAN, Wi-Fi, printers)
Performing user account management (password resets, onboarding/offboarding)
Escalating complex issues to 2nd/3rd line engineers with clear documentation
Maintaining accurate ticket notes and technical documentation
Supporting remote and on-site clients when required
Delivering excellent customer service and building strong client relationships
Key Skills & Experience:
Previous experience in a 1st Line / Service Desk role (MSP experience preferred)
Strong knowledge of Microsoft environments (Windows, O365, Active Directory)
Familiarity with ticketing systems and remote support tools
Excellent communication and customer service skills
A proactive, problem-solving mindset with a desire to learn and progress
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